[seanhogg]

I recently contacted Air Canada regarding a ticket i purchased for my Father. He was to acompany my Mother and brother to Jamaica to see me get married. Unfortunately, he fell ill and hasn't recovered. We fear that he may pass.

Anyways, they responded with what i call a "canned" or template response. I used to work at a call center and i know about "cut and pasting" responses but my inquiry was genuine and thier response was a slap in the face.

My response:

Dear Michelle XXXXXX,

I am utterly disgusted. I did not send you an email as your reply letter indicates. My correspondence was sent via fax.

The “canned” or “template” response you provided has only bastardized the image of Air Canada. Furthermore, replies of this nature don’t go unnoticed. Need I remind you that people make product and service decisions by considering others opinions (word of mouth, internet, email, etc). I read the comments about Air Canada but made the grave mistake of giving you the benefit of the doubt.

I will try to reiterate my father’s current circumstances again on his behalf. He was and is still not well. Under his Doctor’s advice has chosen not to travel (I provided you with documentation from his Doctor). I’d hate to believe that the only way for a refund to be processed would be for him to die. Would my fathers passing then qualify me for refund? And if so, how unsettling and morbid does that sound.

In conclusion, if you had taken the time to fully read my inquiry and correctly acknowledge my correspondence then I might not be so appalled. However, I am and would appreciate your manager and/or senior ombudsmen to contact me via phone or email (provided above).

Sincerely,